ServiceNow Lead IT QA Analyst

Overview

Lead quality assurance efforts for enterprise technology initiatives with a strong focus on the ServiceNow platform, owning QA planning and execution across projects, releases, enhancements, platform upgrades, and test automation enablement.

What you'll do

• Define and own the end-to-end QA strategy for ServiceNow projects, releases, and enhancements in collaboration with the Lead Business Process Analyst.
• Develop test plans, test cases, and test scripts aligned to business requirements, user stories, and acceptance criteria.
• Establish and maintain QA standards, templates, and best practices for the ServiceNow platform.
• Define the automation approach for repeatable regression, smoke, and high-risk business process test scenarios, including prioritization criteria and expected coverage.
• Lead functional, regression, integration, and user acceptance testing (UAT) for ServiceNow modules (e.g., ITSM, ITOM, HRSD, CSM, SPM).
• Identify, document, and track defects through the full lifecycle using ServiceNow or designated defect-tracking tools.
• Prioritize and manage defect resolution in partnership with development and configuration teams.
• Execute performance, load, and smoke testing as required.
• Build, execute, and maintain automated test scripts for critical workflows to reduce manual testing effort and improve release confidence.
• Validate workflows, business rules, UI policies, notifications, and integrations configured in ServiceNow.
• Ensure data integrity and accuracy across ServiceNow tables and integrations with upstream/downstream systems.
• Review and test configuration changes, updates, and platform upgrades including ServiceNow version upgrades and patches.
• Partner with the Lead Business Process Analyst to translate process requirements into testable acceptance criteria.
• Facilitate UAT sessions with business stakeholders and provide coaching and support to business testers.
• Communicate QA status, risks, and defect metrics to project teams and leadership in a clear and timely manner.
• Drive adoption of automated testing tools and frameworks within the ServiceNow environment.
• Actively expand automated test coverage across ServiceNow workflows, integrations, and regression suites using approved automation tools and frameworks.
• Identify opportunities to improve testing efficiency, coverage, and cycle time.
• Maintain QA documentation and contribute to a shared knowledge base.
• Provide guidance and mentorship to junior QA analysts and business testers.
• Serve as a QA subject matter expert for ServiceNow-related initiatives.

What you'll need

• Bachelor's degree in Information Technology, Computer Science, Business Information Systems, or a related field (or equivalent work experience).
• 10+ years of QA/testing experience in enterprise IT environments.
• 5+ years of hands-on experience testing on the ServiceNow platform.
• Strong understanding of ServiceNow modules (ITSM required; HRSD, CSM, or ITOM a plus).
• Proficiency in writing test plans, test cases, and defect reports.
• Experience with Agile/Scrum delivery methodologies.
• Demonstrated experience creating, maintaining, and executing automated test scripts as part of enterprise QA delivery.
• Experience planning and executing system performance testing, including load, volume, scalability, and response-time validation for enterprise applications.
• Excellent analytical, problem-solving, and communication skills.

Nice to have

• ServiceNow Certified System Administrator (CSA) or equivalent ServiceNow certification.
• ISTQB or similar QA certification.
• Experience with automated testing tools (e.g., ATF - Automated Test Framework within ServiceNow).
• Experience using performance testing or monitoring tools to analyze system behavior, identify bottlenecks, and validate readiness for production release.
• Familiarity with integration testing (REST/SOAP APIs, MID Server).
• Experience supporting large-scale ServiceNow implementations or platform upgrades.

Details

• Hybrid or remote-eligible per department guidelines.
• Occasional off-hours testing may be required during major releases or platform upgrades.